How many people should be accountable for a process as defined in the RACI model?
How many people should be accountable for a process as defined in the RACI model?
What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?
What purpose does implementation of a Quality Management System as per ISO/IEC 20000 serve?
Where should the following information be stored?
Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier’s abilities and requirements
4. User skill levels
The addition, modification or removal of an authorized, planned or supported service or service component̷
The addition, modification or removal of an authorized, planned or supported service or service
component and its associated documentation is a definition of what?
Which of the following is true of process descriptions?
Which of the following is true of process descriptions?
Which of the following statements about standard changes are CORRECT?
Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfilment process
Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?
Which of the following is an ISO/IEC 20000 requirement relating to the service management plan?
Which one of the following provides the CORRECT list of processes within the service operation stage of the se
Which one of the following provides the CORRECT list of processes within the service operation
stage of the service lifecycle?
What should the Relationship processes ensure?
The Relationship processes describe the relationships with the business and with the suppliers.
What should the Relationship processes ensure?
which process is problem management likely to share categorization and impact coding systems?
With which process is problem management likely to share categorization and impact coding
systems?